is using technology from Afiniti Ltd. that uses artificial intelligence to connect callers with the agents who are calculated to have the best chance of keeping them loyal. If a Verizon customer is calling from abroad and two agents are free, say, the system would pair the customer with the agent with the best record of successfully serving customers outside the U.S.
Machine learning technology designed for telephony has existed since the late 2000s, but has grown popular among call center owners more recently as more off-the-shelf products become available, saving companies the hassle of building A.I. into call centers themselves, said Forrester’s Mr. Jacobs. Other companies plan to analyze the sentiment of customers from call logs and other records. Hot Topic Inc. is using A.I. technology from Motive Software Inc., which reads customer surveys and product reviews to help pinpoint trends in customer emotions. The retail chain in August plans to start running call transcripts through the system too, said Hot Topic’s chief executive officer, Steve Vranes.
The perfect agent!!! The emotion metric with this particular agent is a match ....meanwhile agent is wondering why he or she gets all the upset customers. 😩
Wow!
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